hybris og SAP Hva betyr dette for kundene?

hybris og SAP
Hva betyr dette for kundene?
SAP har kunngjort at de de har kjøpt hybris.
Hybris er en internasjonal leverandør av e-handelsløsninger
for både bedrift-til-bedrift (B2B) og bedrift-til-forbruker (B2C).
Hybris’ viktigste varemerke er «OmniCommerce».
SAP sier oppkjøpet vil gjøre dem i stand til å levere
«neste generasjons e-handelsplattform».
Trond Pedersen
Trond.Pedersen@pearlconsulting.no
Agenda
1. Hvem er Pearl og hva har vi gjort innen området
2. Hvem er Hybris
3. Hvordan vil Hybris og SAP jobbe fremover
4. Funksjonaliteten i Hybris
5. Hvordan vil Hybris utfylle funksjonaliteten i SAP
6. Hva betyr dette for kundene
|
Vi gjør SAP enkelt!
Pearl
Norsk selskap med 100% fokus på SAP
Ca. 60 ansatte
Årets SAP partner i Norge av de 5 siste år 6 år
Meget erfarne på innføring av SAP for mellomstore norske
virksomheter
Har gått i drift med SAP hos 21 organisasjoner de to siste år
Markedets beste gjennomføringsmodell for mellomstore virksomheter
Mal-løsning (SAP Business All-in-One)
ASAP Focus
Meget kompetente og erfarne konsulenter (+ 10 års SAP- erfaring)
PearlCare – Effektiv forvaltningsorganisasjon
Lokasjoner:
Kontor i Oslo med 42 ansatte
Kontor i Riga med 15 ansatte og med sterkt fokus på tekniske
konsulenter (CRM og e-Commerce er 2 av fokus områdene i Riga)
Valgte Fokus områder:
Mobility
SAP CRM
«Gammel SAP e-Commerce» (Web Channel = WCEM)
«Ny SAP e-Commerce» (Hybris)
Kundeportefølje – Partnerkunder
mnemonic
Komplett
Denofa
Nor-Gros
NorEngros
Pharmaq
Fjellsport
Jollyroom
GC Rieber
Nye Notabene
Norsk Gjenvinning
Boklink
Ark
Gyldendal
Forlagsentralen
De norske Bokklubbene
Eplehuset
Motek
Coop Øst
Agenda
1. Hvem er Pearl og hva har vi gjort innen området
2. Hvem er Hybris
3. Hvordan vil Hybris og SAP jobbe fremover
4. Funksjonaliteten i Hybris
5. Hvordan vil Hybris utfylle funksjonaliteten i SAP
6. Hva betyr dette for kundene
|
The Future of Commerce and Customer Engagement
Begge de ledende analyse byråene rangerer
hybris som leder
Gartner Magic Quadrant
Forrester Wave
Per mai 2013
Per september 2012
skrevet før introduksjonen av “hybris On Demand”
Fokus Områder og Industrier
SME
GLOBAL ENTERPRISES
DIGITAL
MANUFACTURING
RETAIL
WHOLESALE
TELCO
Paradigme endring – “alltid på”
Paradigme endring – Merke Ikke Kanal
Hello!
Anybody
there?
VELKOMMEN TIL OMNI-COMMERCE
Single View er nødvendig for å oppnå
en konsistent kunde opplevelse
Single View
of Stock
Single View
of Customers
WMS
CRM
Single View
of Orders
Single Source
of Truth
Single View
of Product
ERP
Store Systems
Kunde Opplevelsen er basert på en mengde
komponenter
WCMS
Personalisation
Social
Commerce
Search&navigation
Analytics
Order Management
Call Center
B2B2C
B2B
E-commerce
Merchandizing
Promotions
B2C
Recommendation
MDM/PCM
BACK OFFICE
Pricing
Mobilization
Configurator
Commerce API
POS
CDM
Huge Market Consolidation
A New Enterprise Software Category is emerging
Den nye plattformen for OmniCommerce
Customer Experience Management
Commerce Management
Order Management
Master Data Management for Commerce
Agenda
1. Hvem er Pearl og hva har vi gjort innen området
2. Hvem er Hybris
3. Hvordan vil Hybris og SAP jobbe fremover
4. Funksjonaliteten i Hybris
5. Hvordan vil Hybris utfylle funksjonaliteten i SAP
6. Hva betyr dette for kundene
|
DISCLAIMER
The information provided within this presentation does not
constitute an obligation of delivery of any functionality, and
hybris reserves the sole right without consequence to alter
the design, specifications and forecasted time-to-market of
the products and features described.
hybris Commerce Suite in an SAP Context
WEB
CALL CONSOLE
CENTER
TV
POS
OMNI-CHANNEL LOGIC
MASTER DATA
PLATFORM
SOCIAL
MOBILE
PRINT
ORDER MANAGEMENT
OMNI-CHANNEL TOUCH POINTS
BACK END
ERP
WMS
IS/RETAIL
CRM
SAP MDM /
SUPPLIERS
HANA
‘Integration’ is not just about Technology or Data Exchange
Integration focus
across three areas
Varying levels of
‘integration’
considered
Focus simultaneously
on Integration as well
as Innovation
• Technologies
• Applications
• Resources
• Bundle
• Lightweight integration,
potentially through
hybris Extend
• Traditional Data
Exchange
• Phase out
Make best use of emerging
SAP technologies and
solutions
Initial Findings – Applications - OMS
Order Management
hybris and SAP will
continue to invest in
both solutions
Pricing and Promotion
processing handled in
both systems
Both hybris and SAP have
Order Management solutions
Template integration for Order
processing is top priority
hybris will continue to build out
it’s Pricing and Promotions
Services
Solutions have different
definitions
SAP much broader based on
base-order processing, e.g.
incl. Pricing
hybris more focused on multichannel order orchestration
Focused on multi-channel
capabilities
Integration for joint customers
is priority
Initial Findings – Applications – Call Centre
Call centre solutions
•
•
•
Both SAP and hybris have call centre solutions
• Functional overlap in places
hybris best suited for smaller call centres
• Supporting D2C activities
SAP has fully fledged, end-to-end call centre infrastructure
SAP call centre infrastructure can be used
to solidify hybris customer service module
For larger, high usage call centres, SAP has an attractive
solution for existing hybris customers
hybris order management
capabilities can enrich
existing SAP
implementations
Data integration will be
part of Customer and
Order data exchange effort
Prioritisation and approach
WAVE
WAVE
WAVE
1
3
2
B2B Industries, Retail,
Telco cont.
Basic integration scenarios
relevant for all industries
CEI – Audience Discovery
& Targeting
HANA delivered by
technology stream
B2B Industries: Product
Configuration, Quotation,
B2B integration scenarios
Retail: CAR, Loyalty
management
Telco: Basic integration
ITERATIVE
PROCESS
Focus on most common
requirements of all customers
& show first differentiation
Focus on hybris growth
opportunities & SAP
strategic industries
Media
Our initial joint priorities for this and next year
H1 2014*
H2 2014
2015
Products, Pricing, Orders,
Stock, Customers**
Quotes, Marketing, Service
Requests***
DATA
INTEGRATION
Promos, Order Updates,
Industry Specific Data**
Audience Discovery and
Targeting
Customer Activity
Repository, Loyalty
INNOVATION
HANA POC and
Productisation
Innovation Stream
Mobile, Single View of the Customer
* Timelines are indicative ** For joint SAP CRM/ERP customers *** For joint SAP Cloud for Customer customers. Product Configuration TBD
Key Takeaways
#1
#2
Den nåværende SAP-løsning
for multi-kanal (WCEM) vil bli
erstattet av hybris
hybris vil forbli uavhengig med
et selvstendig produkt
roadmap
#3
#4
SAP ønsker å akselerere
hybris roadmapp’en vha.
eksisterende SAP-ressurser
SAP vil produktifisere
integrasjonsmaler til
eksisterende sentrale SAPapplikasjoner og teknologier
Agenda
1. Hvem er Pearl og hva har vi gjort innen området
2. Hvem er Hybris
3. Hvordan vil Hybris og SAP jobbe fremover
4. Funksjonaliteten i Hybris
5. Hvordan vil Hybris utfylle funksjonaliteten i SAP
6. Hva betyr dette for kundene
|
Hybris delivers
OmniCommerce
Any channel, Any device, Anywhere
International expansion
multi language & currency
Feature Rich
Merchandising,
Search & Design
Fast to Market
Go Live within 4 months
B2B & B2C
Innovation & Flexibility,
Future proof
B2C Multichannel Accelerator
The B2C Apparel store showcases the platforms capability
to handle products within a variant structure whereas the
B2C Electronics store showcases the platforms capability
to handle complex data models and products with deep,
rich, complex attribution.
All pages are deployed via the hybris WCMS
and are setup using a templating concept. This
allows for easy merchandising via business
user tooling to handle the day-to-day
operations of the site without the need for IT.
These are offered as business accelerators,
there is complete flexibility with regards to
look and feel, adding additional templates /
components and custom functionality.
Advanced Personalization
→ Dynamically segment customers
based on their behaviour
→ Analyze shopping cart content of
anonymous customers
→ Integrate social network data
→ Display offers and promotions
based on order history, profile
data, clickpaths, J
→ Intuitively manage personalization
rules by business users
B2B Multichannel Accelerator
Provision your account customers with a
sophisticated online self service portal. This
helps with customer satisfaction and
retention and also will allow Account
Managers to focus time more effectively.
Allow customers to create and
maintain their business structure,
setup budgets and spend controls as
well as managing orders and their
procurement process.
Offer advanced account capabilities,
including unique customer product,
pricing and catalogue views.
B2B Commerce
→ Organisation & Employee
Management
→ Cost Center & Budget
Management with individual
permissions
→ Replenishment Orders
→ Order History & Re-ordering
→ Order Approval Workflows
→ Quote Negotiation Workflow
Search & Navigation
→ Easy navigation through long lists of
results through filters (Facet Search)
→ Access information via full text search
→ Multi-language and multi-catalog
searching
→ Ranges for adding attribute information
→ Easy configuration by pre-defined
attribute resolvers
→ Update of the search index with
product information either manually or
via jobs
→ Hybris Commerce Accelerator comes
with Solr integration by default
→ Apache Solr is a standalone enterprise
search server with Web services like
API
32
Product Content Management - PCM
Manage products,
categorisation and
promotions.
Advanced search capability to
ensure quick access into product
data.
Flexible and configurable work
space including list view , mass
editing and drag and drop.
Ability to manage all
structured and unstructured product
information including
attributes, digital
assets, pricing, product
references and reviews.
Automate common tasks and
processes using workflow.
Web Content Management System - WCMS
Multi-site, multi-channel
website management from one
interface.
Ability to re-use and share
templates and components
across sites.
Live Edit functionality
with the ability to
forward view the page
in context of a
particular user or user
group.
Define Customer Segments and behavioural targeting rules
to deliver relevant content, promotions are products to
increase conversion, revenue and satisfaction.
Promotions
→ Promotions are discounts for specific
products (e.g. “buy one get one free”) or for
orders meeting certain conditions (e.g. 10%
off for specific user groups, free shipping for
orders over $100)
→ Product level promotions like bundles, “buy
one get one free”, fixed price, multi-buy or
percentage discount
→ Order level promotions like reduced delivery
cost, free gift, receive discounts
→ Combination with text messages and
banners
→ Rule set that defines the conditions for
activation
→ Promotions for individual products or
categories
→ Definition of promotions for customer groups
* source online course (we probably should not use it)
35
Digital Asset Management
→ Automatically generate
different formats and versions
from a single source
→ Integrate media assets
seamlessly into hybris
→ Give your brand a unique
online appearance by adding
rich content and videos to any
customer touch point
→ Save time and effort by using
just one data management
system
36
Workflows & Collaboration
→ Assign users and user groups to certain
tasks
→ Task-relevant attachments (e.g. Products to
be processed)
→ Real-time notification via e-mail
→ Start workflow manually or automatically
→ Workflows can be designed around users
and around system functionality
37
Print
→ hybris Print integrates with hybris PCM
→ Integrations with priint:comet, Adobe
InDesign, Adobe InDesign Server and
supports Xpress and web services
→ Automated production process and
reuse of content and templates allow
for cost reduction
* source online course (we probably should not use it)
→ Dynamic workflow capabilities
shortens the review cycles of content
updates
→ Flexible management of relevant data
→ Flexible managements of relevant data
→ Collaboration between planning, inhouse layout teams & external
agencies
* source online course (we probably should not use it)
38
hybris 5 – the future of commerce
In-store Module
Desktop or Tablet based
Check stock in this store, nearby stores or any other location
Buy Online Pick Up in Store (BOPIS)
Pick, pack, and dispatch from store
QR code and NFC support for product identification
39
Analytics
hybris provides real-time customer,
product, pricing, and conversion intelligence directly
Empower your business users with the
from within the hybris reports cockpit via a preinsight they need to quickly make
integration to both Jirafe and Google Analytics.
marketing and merchandising decisions
today that will grow revenue.
Agenda
1. Hvem er Pearl og hva har vi gjort innen området
2. Hvem er Hybris
3. Hvordan vil Hybris og SAP jobbe fremover
4. Funksjonaliteten i Hybris
5. Hvordan vil Hybris utfylle funksjonaliteten i SAP
6. Hva betyr dette for kundene
|
PEARL TEMPLATE – SAP OG HYBRIS
1. SAP CRM:
Alle kampanje og kundesenter
relaterte prosesser og funksjonalitet.
SAP CRM vil være master for all
forretningslogikk
2. SAP e-Commerce:
Alle nettbutikk prosesser og
funksjonalitet (mobil og web).
Omni-Commerce prosesser
3. SAP ERP (SAP ECC):
Alle logistikk prosesser
Alle finansielle og økonomiske
prosesser
4. SAP BI
Rapporter og dashboards
"Informasjon grunnlag" for å kjøre
o segmentering i SAP CRM
o kampanjer og pris logikk i eCommerce plattformen.
Disse komponentene er
fullt integrert i et homogent
landskap på en måte som
sikrer full dataintegritet.
|
PEARL TEMPLATE – SAP OG HYBRIS
Kundesenter
Butikk
SAP e
commerce
SAP e
commerce
•
•
•
•
•
•
Kundehistorikk
Ordre
Returer
Spørsmål
Lojalitet
Service
•
•
•
•
•
Ordre
Returer
Lojalitetsprogr
Gavekort
Pick Up
Facebook
Sosiale Media
Nettbutikk
•
•
•
•
•
•
•
Ordre
Produktkatalog
Lojalitetsprogr.
Reserveringer
Service
FAQ
Min side
• Ordre
• Kampanje
• Lojalitetsprogr
Kundekomm.
Forretningslogikk
•
•
•
•
•
•
•
SAP e
commerce
Kampanjer
Budsjettering
Prising
CMS
Surveys
Emails/sms
LoJalitetsprogr.
SAP ecommerce
Logistikk
Lager
Økonomi
|
Agenda
1. Hvem er Pearl og hva har vi gjort innen området
2. Hvem er Hybris
3. Hvordan vil Hybris og SAP jobbe fremover
4. Funksjonaliteten i Hybris
5. Hvordan vil Hybris utfylle funksjonaliteten i SAP
6. Hva betyr dette for kundene
|
SAP and hybris
Powering the Future of Customer Engagement
ENTERPRISE
APPLICATIONS
#1
40 years of business
software leadership and
solutions expertise
#1
OMNI-CHANNEL
COMMERCE PLATFORM
Fastest growing, most advanced
commerce platform - enabling next
generation customer engagement
Spørsmål?